ABOUT STRAUMANNHeadquartered in Basel, Straumann is a global leader in implant and restorative dentistry and oral tissue regeneration. Having pioneered many of the most influential technologies and tech-niques in our field, we have a tradition of doing more to advance dental regeneration, restora-tion and replacement, as well as patient care. Straumann partners with passionate people who fit in with the agile dynamics of our size-for-success company. People at Straumann appreciate the opportunity to shape our future and create impact. Encouraging leadership and inspiring ideas from our people has guided us through our proud history of pioneering innovations.ABOUT THE ROLEStraumann partners with passionate people who fit in with the agile dynamics of our sized-for-success company.People at Straumann appreciate the opportunity to shape our future and create impact. Encouraging leadership and inspiring ideas from our people have guided us through our proud history of pioneering innovations.For our Global 2nd level support team, we are currently looking for a 2nd Level Technical Support Specialist.The 2nd Level Technical Support Specialist is responsible for providing support to internal and/or end-customers in every inquiry or issue that may surge during its usage.The role is to ensure customer satisfaction, provide expert technical assistance, and help customers make the most of the Straumann digital solution and related workflow.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.You will be responsible forProvide proactive and reactive 2nd level support to subsidiaries, distributors, and customers (dental professionals) regarding inquiries related (but not limited) to the Straumann Digital solutions such as software and hardware workflow, usage, applications, connected pieces of solutions, and general topics.Diagnose and correct malfunctions described by the customer or support agent.When necessary, follow the diagnosis, transmit, and follow up a complex technical problem to level 3 (incident escalation) by coordinating the resolution with all stakeholders.Identify (tag) incident tickets, document interventions by ensuring data quality and complete and keep technical documentation up to date.Troubleshoot issues, log, register, document, and keep a record of every interaction in the respective ticketing tool assuring the attendance of Support KPIs, CSAT and QMS procedures.Provide technical assistance also for partner products and collaborate with the beta tester team.Assist development by testing products under development and providing hardware and software feedback.Drive customer satisfaction through timely, thorough, and accurate responseLicense management, including but not limited to license renew, invoice and updatesWork on the validation of manufacturers' implant libraries, supporting V&V (Verification & Validation) for compatibility testing and providing technical assistance to manufacturers.Working close with the product core team, focusing on the after-sales support, and the support journey.Communicate with different stakeholders and project core team to assure the achievement of the communication flow and continuous improvement of the solution. Other related tasksBackground & ExperienceBachelor's Degree in Computer Science, Information Technology, Engineering, Dental Technology, or a related field. Equivalent work experience in technical support or the dental industry may be considered.3 years of experience in a technical support role, with at least 2 years in 2nd-level support, preferably in the dental, medical, or healthcare technology sector.Proven experience in troubleshooting software and hardware issues, specifically related to digital solutions in the dental industry (e.g., CAD/CAM systems, 3D printers, imaging software).Familiarity with license management processes, including renewals, updates, and invoicing.Nice to haveExperience with incident management and ticketing systems, including logging, tracking, and resolving customer issues and proficiency in using remote desktop support tools.Knowledge of network configurations, software installations, and troubleshooting methods.Understanding of clinical workflows in practices, especially implant relatedExperience in providing customer support for a SaaS or Cloud-based product Skills and attributesFluent in English (other languages are an asset)Strong verbal and written communication skills Strong analytical and problem-solving skills with a methodical approach to troubleshooting.Exceptional communication skills, both verbal and written, with the ability to explain complex technical concepts to non-technical users.Quick learner, agile, proactive, autonomous, and organized Familiar/friendly with technology and softwareTeam player with an open and positive attitude as well as a high level of integrity, commitment, and ethicsComfortable working within a fast-paced, global business environment and different time zonesRequirementsWorking place: Madrid. Flexible working max. 2days of home office possible Travelling availability (10%)
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